Customer Service Team Leader

5 months ago


Oldham, United Kingdom Page Personnel Full time

Permanent position with hybrid working
- Basic salary of £28,000 DOE

**About Our Client**:
The client are representing is a Manchester-based public housing organisation. As an established housing provider, the company employs over 200 employers company-wide and stewards over 6000 properties in the UK alone. The company strives to provide a diverse range of achievable solutions to customers alike to maintain sustainable and affordable payment or rental plans for customers.

Key responsibilities will consist of:

- Supervise department workloads to meet Key Performance Indicators (KPIs) and Service Levels.
- Be an effective and inspirational leader.
- Encourage a positive environment that enables team members to provide excellent service and cultivate a culture of high performance.
- Address customer-related issues and complaints by finding resolutions that maximize satisfaction for both customers and the company.
- Act on Net Promoter Score's and customer feedback by discussing with the team, engaging customers for insights, and implementing action plans for improvements.
- Monitor and evaluate team performance, promptly and effectively addressing training and performance management issues to maintain the highest standards of customer service.
- Proactively seek new training initiatives to enhance departmental performance.
- Maintain relationships with key stakeholders, internal/external customers to enhance the overall customer experience.
- Conduct team briefings and meetings as required.
- Represent the Customer Services Manager in their absence.

**The Successful Applicant**:

- Previous experience in a team leader or supervisory or team management role
- Evident success in guiding a team to meet set targets and objectives
- Management experience of numerous team members.
- Customer service background, preferably in an office or contact center setting
- Proficient communication skills and the capability to address each customer query effectively
- Time management skills in a dynamic call environment - Positive demeanor, adept at collaborative teamwork
- Competence in handling challenging situations with calm and confidence.

**What's on Offer**:

- 25 days inclusive annual leave, increasing to 28 after 4 years
- Permanent role with progression available
- In-house training and professional development
- Pension scheme with optional salary sacrifice (DC)
- Enhanced maternity, adoption, and paternity pay
- Cycle to Work scheme
- Free parking
- Team-building and voluntary exercises


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